Customer Experience Manager

AXA UK; Royal Tunbridge Wells; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

AXA UK is seeking a Customer Experience Manager to enhance customer interactions by translating insights into action. This hybrid role involves working 40% of the week away from home and requires strong analytical and relationship management skills within the financial services industry.

Benefits

Competitive annual salary

Annual company & performance-based bonus

Contributory pension scheme

Life Assurance

Private health cover

28 days annual leave plus Bank Holidays

Wellbeing services

Qualifications

• Proven experience in customer experience, preferably within financial services.
• Experience managing cross-functional teams through change.
• Strong knowledge of insurance and health services.

Responsibilities

• Embed yourself in business-wide programmes to keep customers central to decision making.
• Collaborate cross-functionally to create solutions for pain points.
• Help design and align the customer strategy with business goals.

Skills

Analytical skills

Customer-centric mindset

Coaching skills

Communication skills

Stakeholder management

Leadership skills

Relationship management

Collaboration

Job description

Description

Do you love people and creating customer experiences that work, ensuring customer interactions are effortless and seamless? We're seeking a Customer Experience Manager to join a team of Customer Experience professionals who are doing just this. You'll help translate insights, driving action within the operation to improve satisfaction and retention, and you’ll represent our customers' voices across AXA Health.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you’ll be doing:

• Embed yourself in business wide programmes to keep customers central to our decision making.
• Collaborate cross-functionally to defect hunt, using actionable insight to create solutions for pain points and embedding these within the operation.
• Interpret customer insights, using these to make recommendations for continuous improvement.
• Help design, embed and bring to life the customer strategy aligning with our business goals.
• Share best practice and learning across the wider AXA group to support CX development.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

What you’ll bring:

• Proven experience in customer experience, preferably within financial services or transformation.
• Strong analytical skills and a customer-centric mindset.
• Excellent coaching, communication and stakeholder management.
• Leadership and relationship management skills at a senior level, with the ability to build and influence a network of contacts.
• Strong knowledge of the range of insurance, health services and health partner products available both from AXA and in the marketplace.
• Passion for collaboration, with experience of managing cross functional teams through complex customer and business change.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary up to £60,000 dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private health cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to adi.stapletonberry @axa-uk.co.uk.

#LI-Hybrid #FeelgoodHealth

Who we are:

At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses or huge corporates.